Mabitso Okafor
Universal Banker Lead
Johannesburg,GP
Summary
Results-driven banking professional with 20 years’ extensive experience in retail banking, operations, customer service and team leadership within the South African banking sector. Currently serving as Universal Banker Lead, with a strong background in branch administration, risk management, training, sales support and compliance. Proven ability to lead teams, deliver excellent client service, manage daily operations accurately and solve complex customer queries. Holds formal qualifications in banking and business management, with a focus on accuracy, governance and process efficiency. Eager to bring deep banking knowledge and leadership skills to an organization in Australia, and fully open to training and new opportunities.
Overview
1
1
Language
20
20
years of professional experience
Work History
Universal Banker Lead
First National Bank (FNB)
10.2015 - Current
- Oversee daily branch administration, operational workflows and risk management to ensure smooth, compliant branch running
- Lead, train and mentor new and existing sales/branch staff; set performance targets and monitor progress
- Act as escalation point for complex customer service issues, complaints and queries, ensuring fast, satisfactory resolutions
- Support the sales team with product knowledge, deal negotiation and closing to drive business growth
- Monitor team sales performance, identify gaps and implement improvements to meet branch goals
- Advise and guide staff on banking regulations, policies and compliance requirements
- Assist with account management, documentation and process audits to maintain high operational standards
Teller Team Leader
First National Bank (FNB)
11.2013 - 06.2016
- Coached and developed a team of tellers to achieve service, accuracy and sales targets
- Identified team strengths and development needs; delivered training to improve performance
- Resolved team conflicts and operational issues to maintain a positive, productive work environment
- Set clear team goals, tracked progress and reported results to branch management
- Ensured all cash handling, transactions and procedures followed banking regulations and security standards
Bank Teller
First National Bank (FNB)
05.2006 - 06.2012
- Processed deposits, withdrawals, transfers, and foreign exchange transactions, enhancing customer satisfaction through accuracy and security
- Reconciled cash drawers and managed inter-teller fund transfers, ensuring balanced operations and minimizing discrepancies
- Provided friendly, professional service to customers, fostering trust and enhancing the bank’s reputation
- Delivered friendly, professional service to all customers, building trust and improving the bank’s reputation
- Contributed to branch profit growth by identifying customer needs and referring relevant banking products
Education
Certificate - Banking
UNISA
08-2009
National Senior Certificate - Grade 12
B.H.S High School
12-2004
Skills
Banking operations management
Customer service excellence
Cash handling expertise
Risk management
Team management
ADDITIONAL INFORMATION
- 20 years’ stable experience in one major banking group — strong employment history
- Willing to relocate to Australia immediately upon securing suitable employment
- Available for video/telephonic interviews
- Clean record, reliable and dedicated to high work standards
- References available upon request
Timeline
Universal Banker Lead
First National Bank (FNB)
10.2015 - Current
Teller Team Leader
First National Bank (FNB)
11.2013 - 06.2016
Bank Teller
First National Bank (FNB)
05.2006 - 06.2012
National Senior Certificate - Grade 12
B.H.S High School
Certificate - Banking
UNISA